I am absolutely appalled by the way my family and I were treated today by Surprice Car Rental in Athens. We had booked a 9-seater Nissan Primastar from September 5th at 10:00 AM until September 13th at 7:00 AM, with one additional driver included in the booking. This trip had been planned for nearly a year, as my brother lives abroad and this was a rare opportunity for our family to come together in Greece. We were all very excited—until the experience with Surprice turned our holiday into a nightmare from the very beginning. According to the instructions provided at the time of booking, a representative was supposed to meet us at Exit 5 of the airport and take us to the shuttle service. We waited at Exit 5 as instructed, but no one showed up. We began searching the area, noticed a car park across the road with a “Car Rental A/B” sign, and walked over in the heat, hoping to find someone. When we still couldn’t locate anyone, we tried to call. When I explained that no representative was at Exit 5 as promised, the person on the phone rudely hung up on me. We then crossed the road again in the heat, searching as per their vague directions. Eventually, we discovered another nearby car park tucked beside the building, completely out of view from Exit 5. There was no way to see it from where we were instructed to wait—unless we could see through walls. Once we finally found the location, the representative still wasn’t there. We were told they had already been and left. I was told they would return in 15 minutes, but I waited 20 before calling again—only to be spoken to rudely and told that my reservation was for 2:00 PM, not 10:00 AM. This was completely false. I showed the representative my original booking confirmation, which clearly stated a 10:00 AM pickup. Even their own internal paperwork showed the same. After a 15-minute shuttle ride from the airport, we arrived at their rental office—and the situation only got worse. I had mistakenly not brought my physical driver’s licence, only a digital photo of it. I genuinely didn’t know that a digital copy would not be accepted. However, my brother, who was listed as the additional driver, had his full, valid licence with him. Despite this, the woman at the counter was incredibly rude and dismissive. Instead of trying to help us resolve the issue, she smirked and laughed at our situation. When I explained that my brother could be the main driver, she refused to change the booking, stating it was a “last-minute change” and therefore not possible but before she said we are too early because the booking was from 2pm! Even though the car was fully paid for, sitting there unused, and my brother had a valid licence, they refused to release the car—clearly trying to keep the money without providing any service. I became very emotional and started crying. I had spent months organizing this trip, handling all the logistics for our family, and to be treated with such cruelty and lack of empathy was devastating. Rather than helping, the woman told me not to cry and shoved a cancellation form in my face, demanding I sign it. She claimed it was the only way to get my deposit back—but I realized signing it would mean I was falsely agreeing to cancel the rental myself, effectively allowing them to keep the full rental payment and potentially re-rent the vehicle to someone else. When I questioned this and said I didn’t trust her, she told my entire family to leave the premises immediately. In summary, we were: Misled by inaccurate pickup instructions Rudeness and unprofessionalism from multiple staff members Accused of arriving too early despite clear documentation Denied service, despite having a valid driver among us Emotionally manipulated and pressured into signing misleading paperwork Threatened with the loss of our deposit Ultimately kicked out without the rental car we paid for This experience was not only frustrating but deeply upsetting. I strongly advise other travelers to think twice before booking with Surprice Rental. I will be pursuing a formal complaint and expect a full investigation into this matter, along with a complete refund for the unacceptable treatment and breach of service.